The purpose of this study is to explore how users’ switching and continuance intentions are shaped by both positive and negative experiences in secondhand trading platforms. While prior information systems research has often focused on either positive or negative determinants in isolation, this study adopts a more comprehensive perspective by incorporating moderating mechanisms. Drawing on the Push - Pull - Mooring framework, this study examines the effects of negative transaction experiences and perceived platform usefulness, as well as the moderating role of perceived platform governance as enforcement effectiveness. Empirical results indicate that effective platform governance weakens the impact of negative experiences on switching intention, while weak governance amplifies it. These findings suggest that sustainable competitive advantage in online platforms requires the strategic separation of a functionality enhancement track focused on usefulness and a governance enforcement track designed to manage negative incidents.
Oh et al. (Sat,) studied this question.